Intuit is the global financial technology platform that powers prosperity for the people and communities we serve. With approximately 100 million customers worldwide using products such as TurboTax, Credit Karma, QuickBooks, and Mailchimp, we believe that everyone should have the opportunity to prosper. We never stop working to find new, innovative ways to make that possible.

Job Overview

Are you a customer obsessed? Passionate about creating seamless, delightful customer experiences? Do you have expertise in mapping journeys and identifying and resolving customer-experience pain points? Does the idea of making tax filing easier, less intimidating, more confidence-inspiring make you excited to get out of bed and come to work? Does working for a company whose mission is to power prosperity and whose primary focus is on solving customer problems excite you? If you answered yes to these questions, then this may be an role for you!

Intuit’s Consumer Group is seeking a Senior Customer Experience Specialist to focus on refining existing customer experiences and creating delightful new customer experiences for CK members who file their taxes with TurboTax. The successful candidate will work to map the ideal state journeys, identify pain points, and design solutions to ensure customers get back on track quickly. If you have a strong background in customer experience and are eager to make a big impact with a fast-moving, innovative company that cares deeply for its customers, we encourage you to apply!

Qualifications

A customer-obsessed candidate with at least five years of experience as a customer experience specialist or product manager
Someone who thrives in an incredibly fast-paced, data-driven environment
An excellent writer and communicator who is comfortable talking with customers, front-line experts, as well as executives
A person who sweats the details and who has a track record of collaborating cross-functionally
A customer empath who loves to solve tough customer problems
Startup experience is a plus

Responsibilities

Map Customer Journeys: You’ll study and document the various happy and unhappy paths customers travel as they move from Credit Karma to TurboTax. You’ll identify and diagnose friction points, both by doing customer research (aka customer follow me homes) and by using our products yourself. Then you’ll partner with product managers, staffing operations, learning and development, and service delivery to make data-backed recommendations for getting customers back on a happy path.

Test New Experiences: After identifying concrete customer problems, you’ll form hypotheses for resolving these problems. In partnership with analytics teams, you’ll make a business case for testing new customer experiences. You’ll then take a lead role in the execution of tests, the success of which will translate to business growth (more CK customers filing their taxes with TurboTax) or expense reduction (reduction in customer support contacts or more-efficient support contacts).

Innovate: You won’t wait to be told what to do. You lead with curiosity, taking initiative and asking yourself, “What could we build or do to eliminate this friction? What if we…” And with market research and VOC data by your side, you’ll take a lead role in defining, designing, testing, and implementing solutions that align with Intuit’s goals.

Take Initiative: You’ll speak up. You’ll ask questions to better understand. You’ll raise your hand and take the ball, driving initiatives comprising cross-functional teams.

Influence: You’ll build strong cross-functional relationships. You’ll present your ideas and share your outcomes to leadership. You’ll draft strategic white papers outlining your case for change. You’ll create cross-functional alignment. You’ll influence and teach cross-functional teams to put customers first when designing solutions and experiences.

Follow through: You’ll commit to deliverables and will follow through.

Intuit provides a competitive compensation package with a strong pay for performance rewards approach. The expected base pay range for this position is Southern California $150000 - 202500. This position will be eligible for a cash bonus, equity rewards and benefits, in accordance with our applicable plans and programs (see more about our compensation and benefits at Intuit®: Careers | Benefits). Pay offered is based on factors such as job-related knowledge, skills, experience, and work location. To drive ongoing pay equity for employees, Intuit conducts regular comparisons across categories of ethnicity and gender.

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"It’s important to always strive for improvement, even if you’re already in a good place."

Alexandria Intuit employee

"Our goal at Intuit is to solve challenging financial problems for millions of people. It’s satisfying to design awesome solutions knowing that you’re helping people around the world achieve their dreams of prosperity."

Emily Intuit employee

"One of the things that stands about Intuit is the impact that we have on our customers. Whether it's helping them yearly with their taxes or every day with their finances, it is truly satisfying to know that we’re using our resources and knowledge to power prosperity for millions of people around the world."

Troy Intuit employee

"At Intuit, we have the unique opportunity to empower millions of communities around the world by helping small business owners, individuals, and the self-employed succeed and accomplish their dreams of prosperity. There’s nothing else like it."

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Conrad Intuit employee

"Working at Intuit is satisfying because our goal is not to get customers to spend as much time on our products. We want to make their financial lives easier whether it's filling out taxes or helping small businesses operate. It's a great combination of experimenting with new technology while also staying close to tangible problems for real people."

Alexandria Intuit employee

"Our goal at Intuit is to solve challenging financial problems for millions of people. It’s satisfying to design awesome solutions knowing that you’re helping people around the world achieve their dreams of prosperity."

Emily Intuit employee

"One of the things that stands about Intuit is the impact that we have on our customers. Whether it's helping them yearly with their taxes or every day with their finances, it is truly satisfying to know that we’re using our resources and knowledge to power prosperity for millions of people around the world."

Troy Intuit employee

"At Intuit, we have the unique opportunity to empower millions of communities around the world by helping small business owners, individuals, and the self-employed succeed and accomplish their dreams of prosperity. There’s nothing else like it."

Natalie Intuit employee

"I really felt drawn to Intuit because it's a place where I feel like I can make super meaningful impact on customers’ lives and their day-to-day. Finances are tricky and it’s emotional and stressful, and if I can help lift that burden off of someone, I feel like it’s worth it."

Emily Intuit employee

"One of the things that stands out about Intuit is the impact that we have on our customers. Whether it's helping them yearly with their taxes or every day with their finances, it is truly satisfying to know that we’re using our resources and knowledge to power prosperity for millions of people around the world."

Heather Intuit employee

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Alexandria Intuit employee

"Our goal at Intuit is to solve challenging financial problems for millions of people. It’s satisfying to design awesome solutions knowing that you’re helping people around the world achieve their dreams of prosperity."

Troy Intuit employee

"At Intuit, we have the unique opportunity to empower millions of communities around the world by helping small business owners, individuals, and the self-employed succeed and accomplish their dreams of prosperity. There’s nothing else like it."

Jake Intuit employee

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Alexandria Intuit employee

"Our goal at Intuit is to solve challenging financial problems for millions of people. It’s satisfying to design awesome solutions knowing that you’re helping people around the world achieve their dreams of prosperity."

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Emily Intuit employee

"One of the things that stands out about Intuit is the impact that we have on our customers. Whether it's helping them yearly with their taxes or every day with their finances, it is truly satisfying to know that we’re using our resources and knowledge to power prosperity for millions of people around the world."

Breaunna Intuit employee

"It's a great feeling knowing that when you push out a new feature or fix, our customers notice it and really love the work that we do! Here at Intuit, not only do we have the freedom to work with the newest technologies, but we value solving challenging financial problems for our customers above everything else."

Chelsia Intuit employee

"One of my favorite aspects of this role is that my work is helping small business owners achieve their business goals by solving complex financial problems. It's gratifying to know that the work that I'm doing directly impacts consumers and makes their lives easier so that they can focus their energy on growing their business."

Troy Intuit employee

"At Intuit, we have the unique opportunity to empower millions of communities around the world by helping small business owners, individuals, and the self-employed succeed and accomplish their dreams of prosperity. There’s nothing else like it."

Hear from our employees

Conrad De Peuter

Senior Data Scientist - Machine Learning Futures Group

Conrad leverages tools like natural language processing and machine learning to help tax analysts and small business owners use TurboTax and QuickBooks more efficiently. For Conrad, Intuit is a great place to learn, grow, and take full ownership of your career path.

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